Customer Success Manager - Legal Tech (Hybrid)

The Role

Customer Success Manager - LegalTech

Location: Cardiff (Hybrid) | Permanent | Full-Time

Ready to transition into the fast-growing world of legal technology? This role could be the perfect next step.

About

Our client is the global leader in Legal Practice Productivity Solutions and part of one of the largest international LegalTech companies. For more than 30 years they have been developing innovative technology that helps lawyers run more efficient and profitable law firms.

Their market-leading software is used by more than 100,000 lawyers and legal professionals in small and medium-sized law firms worldwide. With more than 1,000 employees across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, they're a fast-growing global technology business where ambitious people thrive.

The Opportunity

Join the Customer Success team and help new clients successfully adopt their software. As a Customer Success Manager, you will act as a trusted product specialist, guiding clients through on-boarding and ensuring they gain maximum value from the platform from day one.

You will work closely with legal professionals to deliver on-boarding, implementation support, and tailored training. From initial project meetings to post-implementation follow-ups, you will provide hands-on support both on-site and face-to-face, ensuring clients feel confident integrating the product into their daily operations.

This is a great opportunity to make a meaningful impact by supporting clients from implementation through to business-as-usual.

Requirements

What you'll do

• Build strong relationships with customers to drive satisfaction, loyalty, and long-term retention
• Act as a trusted adviser and subject matter expert for the software
• Support customers nationwide to maximise value from their case management software
• Promote adoption of the full product suite, including new features and functionality
• Monitor customer health metrics, NPS feedback, and usage data to identify engagement opportunities
• Proactively address customer concerns and resolve issues in collaboration with internal teams
• Deliver onsite and remote training sessions to support product adoption and best practice use
• Engage with customers throughout their life-cycle to ensure continued success
• Identify opportunities to develop reference customers and support new business initiatives
• Represent the company at industry events and deliver customer webinars showcasing product updates and best practices

What you'll bring

• Experience in a client-facing role
• An understanding of the legal industry and how firms operate
• Experience managing customer renewals and maintaining service quality
• Willingness to travel nationwide approximately 2 to 3 days per week
• Excellent organisational and time management skills
• Strong written and verbal communication skills
• Self-motivated, disciplined, and able to work independently
• Passion for technology and helping customers succeed with software
• Ability to clearly explain solutions and workarounds in a simple, concise way
• Full UK driving licence and access to a car (car allowance provided)
• Professional, articulate, and well presented
• Strong working knowledge of Microsoft Word, Excel, and Outlook

Desirable

• Legal or accounting background or relevant qualifications
• Understanding of small law firm environments and client expectations
• Knowledge of Solicitors' Accounts Rules
• Experience delivering onsite or remote training
• Basic knowledge of Xero

Benefits

What you'll get

£40,000 pa plus £7,200 car allowance

Career & Growth

• Generous professional development fund
• Support for training, learning, and career progression

Health & Wellbeing

• Private health insurance (including dental and optical)
• £80 monthly gym contribution
• Employee Assistance Programme
• Life insurance cover

Financial Benefits

• 8% employer pension contribution
• PerkBox membership with discounts and rewards
• Cycle to Work scheme
• Access a unique program to support you in buying your primary residence

Time off

• 25 days annual leave + 8 bank holidays
• Enhanced parental leave
• One paid volunteer day each year for a charity of your choice

Work environment

• Friendly, supportive, and driven culture
• Free healthy breakfast, light lunch, and snacks
• Regular socials